Senior Customer Relations Executive

Join Our Customer Relations Team! Senior Customer Relations Executive — Egham, Surrey When a rider's claim doesn't go to plan, someone has to take the wheel and put it right. 4th Dimension Innovation is a fast-growing, owner-managed group of five businesses specialising in the motorcycle market — insurance, claims management, network management, engineering services and retail — and we're looking for a Senior Customer Relations Executive to join our Customer Relations team at our Egham site. Reporting to the Customer Relations Manager, you'll take ownership of a caseload of complex motorcycle insurance claim complaints from end to end. We help customers when they need us most, and we treat every complaint as a genuine opportunity to make things right, learn from it, and drive improvements across the wider business. This is an FCA-regulated role, so you'll be working within a strict regulatory framework and setting the standard for others. Main Duties Investigate customer complaints fairly, consistently and effectively from end to end Take accountability for outcomes, delivering balanced, impartial and timely solutions Gather and analyse complex information from multiple departments and systems to reach quick, fair and structurally sound decisions Handle customer calls professionally and with genuine empathy, at the moments that matter most Use assertiveness, influencing and negotiation skills to reach balanced outcomes that work for everyone involved Assist in creating Management Information (MI) data packs highlighting trends and operational risks Identify the root causes of complaints and historical trends to help the team and wider business raise service delivery Adhere strictly to FCA regulatory rules and business guidelines, setting a high-integrity example for the team Key Skills Direct experience handling customer complaints within motor or motorcycle insurance claims Essential experience within an FCA-regulated business, with a strong structural understanding of general insurance guidelines, procedures and claims processes Proven experience drafting and issuing final written responses and complex process documentation, with high attention to detail Technical capability supporting the production of structured MI reports, data packs and trend tracking Ability to assimilate data from multi-disciplinary sources, connecting facts to make fair decisions and spot emerging risks before they crystallise A clear thinker under pressure — calm, resilient and measured through complex disputes and high call volumes Proactive team player with a can-do attitude and complete ownership of outcomes Open to constructive feedback, approaching performance conversations with honesty Good standard of general education; PC literate and well-versed in MS Office, particularly Word and Excel Flexible mindset, able to adapt to changing requirements and strict timescales Bonus Points For CII (Chartered Insurance Institute) qualifications — highly desirable Complaints experience specifically within the motorcycle market, rather than general motor The Essentials 🕒 Hours: 37.5 hours per week, Monday to Friday between 8:00am and 5:30pm 💷 Salary: £38,000 – £50,000 📍 Location: Egham, Surrey — hybrid working, with fully remote considered for the right candidate 📋 Contract: Full time, permanent 🎁 Perks: Competitive company benefits, training & development opportunities, and an energetic, supportive team culture